Job Purpose

Manage assigned team of agents/customer service representatives or operators to meet
performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing
knowledge, education, support and guidance in accordance with client-approved processes as
well as internal company procedures and policies.

Responsibilities

Manage the performance and development of direct reports through effective education
• Formulate a daily/weekly and monthly plan of action for each agent by using all available
statistical or historical data as well as qualitative information
• Conduct regular transaction (call) monitoring using client approved or company-standard
transaction monitoring/quality assurance evaluation forms
• Provide regular feedback and coaching to agents based on thorough problem identification
techniques and root cause analysis and by using the most appropriate educational tool
• Employ Effective Performance Management (EPM) processes and tools
• Conduct Monthly Performance Review (MPR) as well as annual performance reviews

Manage results and numbers
• Review agent scorecards; track/monitor invidividual and team results versus targets on a daily,
weekly, month-to-date (MTD), year-to-date (YTD) and/or project-to-date
• Conduct daily pre or post shift meetings to discuss team stats/reports
• Manage and develop the team to meet and exceed program goals

Ensure accountability among team members
• Set expectations with each team member and ensure understanding; utilize documented
Statement of Understanding (SOU) if necessary
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Has a clear understanding of the company policies, code of ethics and code of discipline and
able to implement these firmly, fairly and consistently
• Document coaching sessions and prepare development action plan to address areas for
improvement and close performance gaps
• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or
performance related issues/opportunities of team members

Provide leadership and motivation to direct reports
• Set clear directions for the team thru clear communication of goals and objectives, tasks ,
assignments, etc
• Conduct regular meetings with agents to improve overall performance of the team
• Give recognition to the team members’ group and individual achievements ; prepare the
appropriate documentation/commendation in line with this
• Set a good example by strictly adhering to the company’s policies, procedures and guidelines

Develop harmonious working relationship and teamwork
• Establish open lines of communication within the team
• Promote positive mental attitude
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Keep employee attrition and absenteeism within controllable limits

Other
• Complete tasks delegated/assigned by the Operations Manager
• Handle escalated irate and/or or upset customers' inquiries promptly & professionally
and in compliance with quality standards/ call processing guidelines and standards
• Perform other reasonable duties as required

• Graduate of a four-year course (or equivalent work experience)
• At least 6 months to one year work experience as an agent or a customer
service representative, preferably within the same program or a similar
program
• Call centre experience (required)
• At least one year supervisory experience required if lacking in educational
requirement• Planning & organizing
• Excellent oral & written communication
• Basic mathematical and statistical analysis
• Problem-solving and decision-making
• Motivational and people skills
• Negotiation Skills
• Proficiency in basic computer applications• Adaptability and flexibility
• Leadership
• Teamplayer
• Integrity and Honesty
• Professionalism
• Customer Service Orientation
• Positive Mental Attitude
• Culture Fit
• Work in line with Stellar’s Culture and adhere to Stellar’s expected
standards of behaviour.